Come and join one of the world’s leading luxury brands
60 years after Geoffrey Kent founded A&K, we’re still setting the standard for adventurous, luxury holidays. Whichever role you join us in, whether customer facing or behind the scenes, everyone has their part to play in creating one-of-a-kind journeys that go beyond our clients’ high expectations.
With 55 offices worldwide and an unmatched network of connections across the globe, we offer adventures that can’t be experienced with any other tour provider. Working with a team of passionate and knowledgeable people, you’ll be able to open doors to private palaces, book Michelin-starred meals in the most remote locations and arrange out-of-hours museum tours. There’s always a buzz in the office about the latest ways we’ve gone the extra mile.
Purpose: To support, administer and troubleshoot all incoming A&K internal user requests, queries and issues and to support the day-to-day management of the UK reservation systems and updating of Travel Studio.
- To action all user requests into the central service desk system meeting agreed SLAs
- To become a superuser for all AK reservation, peripheral systems and processes.
- To build effective relationships with users and suppliers
- To advise and promote the correct processes and best practices along with ensuring processes, procedures and policies are reviewed regularly and keep updated.
- Log all closed requests against a categorisation system for reporting purposes
- To record all known solutions to the service desk solution log
- Data loading - accurately load data required onto A&Ks reservation system in good timing meeting all SLAs. This is to include for example agent and supplier updates, villa availability, exchange rates, airline information, rule set up, new users, service/package descriptions, regional and event information
- Data loading – accurately load and amend supplier contracts onto the reservation system, understanding supplier contracts and manipulating data from these.
- To load all data in accordance with the agreed standardisation guidelines and to ensure system administration procedures and policies are maintained fully.
- Checking - check loading input by other team members onto the database, against the original supplier contracts and highlight any errors found.
- Identify missing or incomplete contracts or information and advise the ServiceDesk and Reservations Systems Team Leader.
- To test, log and report all system errors to the ServiceDesk and Reservations Systems Team Leader
- To advise on or run Travel Studio reports
- To monitor request trends and advise where training, workflows or processes are to be reviewed
- Assist in training of new Service Desk support team members and Service Desk users
- Central Service Desk management - creation and updating of forms
- Additional duties as required
- To give regular reports of issues and process/workflow concerns to the ServiceDesk and Reservations Systems Team Leader
- To log and share information of own operational/system/support knowledge to ensure all team members benefit
- Make full use of IT in order to ensure maximum efficiency and make recommendations as to future enhancements.
- Provide cover for absent colleagues, so service standards and SLAs are not adversely affected.
- Be able to demonstrate a high level of accuracy and attention to detail
- Have proven problem-solving skills
- Experience of working in a busy environment with strong administration and organisational skills
- Excellent written and verbal communication skills
- Have proven data entry skills, data driven and have a keen eye for detail and accuracy
- Ability to prioritise and efficiently complete tasks in detail
- Be able to manage own workload
- Competitive salary
- Discounted travel
- Pension
- 25 days' annual leave – In addition to bank holidays
- Cycle to work scheme.
- Employee Assistance Program
- Travel Loans
- Recruitment Referral Bonus
- Social Events
Why work for A&K?
What makes A&K a great place to work is the people. It’s our people who foster the supportive environment that will make you proud to work for A&K. There will also be ongoing training and the opportunity to progress your career – not just in the UK, but as part of our global business.
We’re also a company that makes a difference. Abercrombie & Kent Philanthropy (AKP) has supported local communities around the world for the past 40 years, and we were recognised by Which? for looking after our clients during the pandemic.
If you would like to learn more about the position or apply please send your CV, salary expectations and cover letter to: [email protected]
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